The tale of the faster horse: A colourful lesson in customer expectations
When a shade of blue sparks a conversation
In 2015, while working at SC Johnson(Click Here), I encountered a situation that was both illuminating and baffling—and it wasn’t about product efficiency, as you’d expect. It was the color. Yes, the color. Picture this: after months of perfecting a toilet care product, our customers didn’t care about its effectiveness but rather about the shade of blue. It’s like entering a race with the fastest horse and losing because its saddle wasn’t stylish enough.
Lesson learned: When you focus solely on performance, you might overlook the smaller details that matter to your customers. Perception shapes reality, and if you’re not paying attention to it, you’re already a step behind. How many times has your organization been too focused on getting things done, only to realize you’ve missed what your audience truly values? It’s the art of innovation: finding the balance between substance and style—because, like it or not, both matter.
Reflecting in the heart of Lane Cove National Park
Imagine this: SC Johnson’s office, nestled in the serene Lane Cove National Park, where nature whispers lessons about simplicity and focus. Amid the beauty of towering trees and the soft rustle of leaves, one would think the functionality of a product would be the only concern. Yet, here I was, contemplating the importance of aesthetics—the shade of blue that spoke louder than the product’s performance. The natural setting reminded me of the power of perception, proving that innovation doesn’t always come in grand ideas but often in the small, unexpected details that catch us off guard.
Key Takeaway: When Innovation meets Customer Perception
Here’s a hard truth: while we focus on creating cutting-edge products or services, it’s often the smallest details—the things we think are trivial—that make the biggest impact on our customers. Our Duck toilet care product was impeccable in every technical aspect, but it didn’t resonate because of the wrong shade of blue. It’s a humbling reminder that, in the end, your customers determine your success based on how they feel, not necessarily on how much effort you’ve put into creating something.
So, ask yourself: Are you prioritizing the right things in your product development? Are you so focused on technical perfection that you’re missing what truly drives customer loyalty?
The real question is: Are you innovating, or just assuming you know what innovation looks like?
Is Conformity stifling real Change?
Let’s face it—there’s a contradiction we all live with. On the one hand, you’re told to innovate, to push boundaries, and to break the mold. On the other hand, you’re pressured to stay safe, to follow what’s worked before. The result? Superficial tweaks masquerading as progress. It’s the business equivalent of rearranging the deck chairs on the Titanic.
But let me ask you this:
- How often are you implementing changes that don’t resonate with your vision or values?
- Are you being true to what actually drives success, or are you conforming to expectations just to stay afloat?
In today’s competitive market, true innovation isn’t about chasing every trend—it’s about having the confidence to say no to things that don’t align with your mission and the boldness to say yes to ideas that might feel a little risky.
Finding balance: Between Creativity and Conformity
Let’s be real—most organizations talk about wanting innovation, but they still reward conformity. It’s a tough spot to be in, right? You want to push your team to be creative, but the moment someone colors outside the lines, there’s hesitation. In 2017, while at NBN, I saw this firsthand. Brilliant minds with fantastic ideas stayed silent, not because they lacked creativity, but because they feared stepping outside the mold.
But if we’re truly serious about long-term success, we need to break that pattern. You can’t foster a culture of innovation by rewarding those who just follow the rules. It’s about creating an environment where the boldest, most creative ideas aren’t just heard—they’re celebrated.
Break Free: Real, lasting change requires risk
Here’s the challenge: we want to innovate, but we’re still playing it safe. We want real change, but we’re unwilling to risk the discomfort that comes with it. The lesson of the “wrong shade of blue” is simple: innovation isn’t just about new products, it’s about challenging how you think, and that means embracing the uncomfortable.
Ask Yourself:
- Are your changes surface-level fixes, or are they addressing deeper issues?
- Are you chasing trends that make you look innovative, or are you pushing for changes that genuinely move the needle?
Next Steps: Ready to step out of the comfort zone?
This isn’t just about a shade of blue or a faster horse—it’s about being brave enough to challenge the status quo. I’m guessing you haven’t gotten around to making that crucial decision yet. Perhaps you’ve been stuck in a cycle of comfort, avoiding the discomfort that comes with real innovation. But real growth comes from that very discomfort—from thinking outside the box and risking failure to uncover true success.
I understand that it’s not easy to break free from the familiar. However, staying stagnant will only hold your organization back. That’s why I dive deeper into these concepts in our AI-Driven Six Sigma Yellow Belt training course (Click Here), where I unpack the secrets to real, transformative innovation.
But let’s be honest—there’s no way to teach everything in one blog post. How open-minded are you to exploring new possibilities for your business? Ignoring these opportunities could mean missing out on innovations that could redefine your organization’s future. That’s why I’m offering one-on-one consultancy sessions. Together, we’ll identify the real opportunities for growth in your organization and create a strategy that’s not just different—but effective.
If you’re ready to take the next step, reach out to us for more details. Let’s transform discomfort into real, impactful change.
Final thoughts: The Art and Science of Innovation
Here’s the bottom line: innovation is a delicate balance between bold ideas and practical realities. It’s not about having the best idea on paper—it’s about executing it in a way that resonates with your customers. That’s the true art of business success: having the wisdom to recognize when to push forward, the creativity to do it differently, and the courage to embrace what’s uncomfortable.
So, are you ready to ditch the safer horse and ride into the unknown?
Let’s build it together.
Further links:
